Schedule Manager

Planners open the Schedule Manager directly from the Service Console navigation bar. It is also accessible from the navigation menu under Schedule Manager.

Accessing Schedule Manager

From the Schedule Manager, planners can:

• View shifts across a full week or a single day in a Gantt calendar
• Switch between a Service Resource view and a Job Profile view
• See staffing metrics — Net Staffing, Scheduled Staffing, and Required Staffing — at a glance
• Create, edit, and manage shifts without leaving the calendar
• Link a Capacity Plan to drive staffing targets in the view

Week View

The Week View is the default view in Schedule Manager. It displays shifts across a 7-day span, with each day represented as a column (Mon through Sun).

At the top of the calendar, a summary panel shows three staffing metrics across each day of the week:

Below the summary panel, shifts are grouped by service territory (for example, JAP, LA, NY, SF, TLV). Each territory row shows the territory name, resource count, and local time zone. Expand a territory to see the individual service resources and their assigned shifts for the week.

To navigate the Week View:

• Use the < > arrows to move backward or forward by one week.
• Click Today to return to the current week.
• Click the date picker to jump to a specific week.
• The Adjust View panel (gear icon) lets you toggle Show Territory Time Zone and link a Capacity Plan to populate the Required Staffing row.

Day View

The Day View shows shifts for a single day, with hourly time slots displayed horizontally across the calendar. It provides a more granular look at coverage within a day.

To switch to Day View, click the Week dropdown and select Day. The calendar re-renders to show the selected date across a 24-hour timeline (12am through 11pm).

The same three staffing metric rows (Net Staffing, Scheduled Staffing, Required Staffing) appear at the top, now broken down by hour instead of by day. Below the metrics, service territories expand to show individual resources and their shift blocks positioned along the hourly timeline.

Day View also shows two tabs above the Gantt area:

To navigate Day View, use the < > arrows to move to the previous or next day, click Today to jump to the current date, or use the date picker to select a specific day.

Service Resource View

The Service Resource view groups the schedule by individual support reps, organized within their service territory. This is the default grouping when you open Schedule Manager.

Each service territory appears as a collapsible group header showing:

• Territory abbreviation (for example, SF, LA, NY)
• Resource count for that territory (for example, Resources: 1)
• Local time zone and current local time

Expand a territory to see a row for each service resource assigned to it. Each row shows the support rep's name and any shifts assigned to them during the selected time period as color-coded blocks on the Gantt.

Shift blocks are color-coded by status:

Unassigned shifts appear in an Unassigned Shifts section at the top of the territory list.

Using Service Resource View

Service Resource view is best for answering questions like:

• Which agents are scheduled this week?
• Does a specific agent have gaps or overlapping shifts?

Job Profile View

The Job Profile view groups the schedule by job profile rather than by individual agent. This view is most useful for planners who need to understand staffing coverage by skill or work type across the contact center.

To switch to this view, click the Service Resource dropdown and select Job Profile. The calendar re-renders with job profiles as the row groupings.

Each job profile (for example, Billing Calls, Billing Cases, Info Chats) appears as a collapsible group header. The header displays four key metrics for the selected period:

Expand a job profile to see a sub-row for each service territory that has resources assigned to that profile. Each sub-row shows the shift hours and number of shifts for that territory.

Using Job Profile View

Job Profile view is best for answering questions like:

• Is the Billing Calls queue adequately staffed this week?
• Which job profiles have coverage gaps?
• How is utilization distributed across work types?

Creating Shifts from Schedule Manager

Planners can create, template-based, and pattern-based shifts directly from the Schedule Manager toolbar — without switching to the Shifts app.

Create a New Shift

From Schedule Manager, click New. The New Shift form opens in a new subtab. Fill in the required fields:

• Start Time and End Time (date and time)
• Status (Tentative, Published, or Confirmed)

Optionally fill in:

• Job Profile — the skill or work type required for the shift
• Service Territory — where the shift takes place
• Service Resource — the support rep to assign
• Time Slot Type — Normal or custom type
• Label — a custom label for the shift
• Non-Standard — mark shifts that are less desirable (for example, weekends or overnight)
• Background Color — choose a custom color to visually distinguish the shift in the Gantt

Review the Shift Cell Preview to see how the shift will appear in the calendar. Click Save, or Save & New to create another shift immediately.

Create Shifts from a Template

Click New from Template to open the shift creation form pre-populated with a template's fields. Templates speed up shift creation when the same shift pattern repeats frequently.

Create Shifts from a Pattern

Click New from Pattern to create multiple shifts at once using a repeating shift pattern. Specify the service resource, pattern, and date range, and the system generates all matching shifts.